ОТНОСТНО ТОЗИ ЕПИЗОД
B2B companies tend to be laggards when it comes to delivering a superior customer experience, focused more on selling than servicing. But as a result of digital disruption, they have finally begun to embrace the need for a better post-sale journey, according to Jim Tincher, a leading expert in B2B experience design.
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ТЪРСЕНЕ на МИНАЛИ ЕПИЗОДИ
Търсене в минали епизоди на Customer First Thinking.
ДРУГИ ЕПИЗОДИ В ТОЗИ ПОДКАСТ
Loyalty points programs are more popular than ever. The problem is they lead to transactional relationships where customers are more loyal to the program than the brand. To build true loyalty, advises loyalty expert Richard Schenker, companies must encourage ongoing engagement beyond point collect…
For most companies new product innovation is a game of chance, resulting in many more misses than hits. The reason, according to innovation expert Tony Ulwick, is that they don't take the time to figure out what customers actually need.
Most companies today still give lip service to the idea of putting customers first. They resist making the transformational changes required to truly improve CX quality. Until they are willing to become more stakeholder centric, argues renowned CX expert Michael Lowenstein, they will struggle to w…
Brands still operate today as though media coverage and reach are all that matter, even as customers make every effort to evade their messaging. A new playbook is needed, according to CX expert Christina Garnett, which fosters communal spaces called "brandoms" where relationship building and brand…
Suffering from social fatigue, people are increasingly turning to private spaces online where they are free to be more themselves. Community marketing expert Sara Wilson calls them "digital campfires" where brands are shut out of the conversation.
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